Your first hour of a Kong outage
Most vendors publish an SLA number. This is what actually happens, minute by minute, when you page a senior AceMQ engineer.
You page us
Phone, email, or Slack — any channel reaches the on-call senior engineer directly. No web form, no tier-1 queue.
Named engineer live
A senior engineer who already knows your environment joins a live bridge. Zero cold-start, no re-explaining your topology.
Root cause isolated
Direct broker access, log and metric review, and a working hypothesis with a rollback plan before we touch anything.
Written RCA
Documented root cause, the fix applied, and the prevention steps — delivered after every P1, not just when asked.
SLA tiers, contractually guaranteed
Every tier reaches a senior Kong engineer. There is no tier-1 triage layer to get through.
Production down, messages not flowing, cluster or broker failure
Severe degradation, rising error rates, approaching capacity limits
Performance issues, configuration problems, non-critical failures
Questions, guidance, best practices, non-urgent improvements
Kong problems we fix every week
These are real symptoms from real Kong production environments — and the first thing our engineers check when one comes in.
Kong problems we've already solved
Representative engagements showing how these incidents get diagnosed and closed under an AceMQ support contract.
Everything in your Kong support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
We support Kong wherever it's deployed
Cloud, Kubernetes, bare metal, hybrid, and air-gapped — including environments where you can't give us outbound network access.
What you get that you don't get elsewhere
Named Engineers, Zero Cold Start
The same senior engineers stay on your account. They know your route set, your plugin chain, and your deployment mode — so a P1 call starts with diagnosis, not twenty minutes of you explaining your gateway topology.
No Tier-1 Triage Layer
You reach a senior engineer directly by phone, email, or Slack. No help desk collecting information to pass along, and no escalation approval standing between you and someone who can actually fix it.
We Diagnose Through the Gateway, Not At It
The gateway is where every problem shows up and rarely where it lives. We follow the request into DNS, the service mesh, the upstream runtime, and the database behind it — because that is where the 502 usually originates.
Lua and NGINX Level, Not Just Config
Kong is OpenResty underneath. When the answer is not in a plugin setting we read the NGINX error log, profile custom Lua, and work at the level the gateway actually runs at.
Genuine Follow-the-Sun Coverage
Engineers across 26+ countries and every time zone. Your 3am incident is someone's mid-afternoon — no overnight skeleton crew, no waiting for a region to wake up.
Proactive, Not Just Reactive
Quarterly health checks on route count, plugin overhead, upstream health, and version currency — plus alerts on CVEs affecting the exact Kong and OpenResty versions you run.
Kong support questions
Talk to a Support Expert
Send us a message and we'll follow up within one business day — or book a free 30-min consultation directly.
305-204-2607info@acemq.comMiami, FL 33130
Prefer to talk now? Call us directly or use the consultation tab to find a time that works.